A travel support service that helps people get their visas, passports, and other documents sorted quickly and stress-free
http://www.ivisatravel.com/
Approximately 35% of visa application orders remained incomplete each day by the agents, leading to frequent back-and-forth communication between users and visa processing agents. This not only created friction in the user experience but also significantly increased the agents’ workload.
We chose a qualitative approach, specifically job shadowing and one-on-one interviews, to gain first-hand insights and uncover actionable solutions.I began by recruiting participants for both methods. We conducted in-depth interviews with 10 visa processing agents across our offices in Peru and India, alongside two job shadowing sessions. During these sessions, we closely observed how agents filled out application forms, coordinated with their teams, and interacted with users daily. These observations provided a rich pool of data that required careful analysis.
“There is a lot of miscommunication between application processing agents and customer agents, there is no proper medium to address these concerns”
“Multiple processing agents handles one ticket, this causes misinformation, manual errors and incomplete document uploads”
“Many processing agents and customer agents have issues understanding the text mentioned with respect to the order”
“Photos uploaded by the users in the application are most of the time incorrect. There is no proper tool in the backend to easily correct this”
To synthesise our findings, I facilitated a workshop with the research team, inviting several processing agents to contribute their perspectives. This collaborative session helped us identify key themes and actionable insights.
By this stage, I had clustered and themed the research findings. The next step was to convert these findings into actionable points to give it to the order processing teams. To achieve this, I convened another brief ideation workshop with the research team. During the workshop, participants were asked to vote on the most critical solutions from the list, focusing on those that could help reduce the incidence of incomplete order statuses. After the voting, I swiftly translated these prioritised solutions into clear, actionable insights that the agents could easily understand and implement.
As there is very little communication between Customer service agents and Processing agents, a Slack channel would be beneficial.
The processing agents should be properly trained to avoid silly mistakes such as photo editing and note writing.
Make sure that specific colours are used to differentiate comments from Processing agents and Customer Service agents to avoid any confusion.
It is always best to reassign orders that go to a 'More information needed' state to the same Processing agents, as they are already familiar with the issues.
Power of Design Research: The willingness of processing and customer agents and other stakeholders to share their pain points and suggestions became the foundation of our project.
Narrative: We created the Focus groups and qualitative interviews with the agents to cater to multiple scenarios to empathise better with the agents
Confidence: This project helped to assess and validate the skills I bring to the table as an individual contributor